Asking for customer feedback, an advice from mystery shoppers

The concept of mystery shopping is a recent one and it involves an individual which is paid to visit a particular restaurant or a shopping mall or a bank for evaluation of the commodities and services provided by them to their customers. There are various mystery shopping companies which train their personnel in order to assess various aspects of the services that have different preference levels for different customers. Customer feedback is used to assess all these aspects. The US companies are the leaders of the world in providing the top-notch services to their customers as this trait has been noted by many mystery shopping companies around the globe. The negative impact of poor quality of the products and services offered is that the customers shift to the competitors without complaining which is not a good thing at all. The best way to gauge the products and services is to ask for customer feedback. Following are the most effective ways a company can ask for feedback from its customers;

1. Contact forms or Emails
Companies can ask for feedback with the help of emails they receive from their customers. However, they need to make sure that they respond the email and actually respond to the contents of the email by adding those services requested by the customers. This will develop a trust relationship and the customers will consider that their company really cares about their opinions.

2. Surveys and interviews
Developing an appropriate questionnaire for customer survey or interview is not an easy task to perform. The focus can derail from the main cause of this survey as there are plenty of questions companies can ask from their customers. To achieve the best companies must focus on the main goal of the survey or interview that is going to be conducted. The question must be open-ended but smart, and don’t mix up two or more question. In case of survey, keep the rating scales consistent throughout and don’t use leading tone or load the questions with too many ideas.

3. Product or service usability testing
This idea simply relates with actually giving a product in the hands of a customer and let it be used, keep an eye that which areas are troubling the customer for in the packing of the item ok or is it too much packed that the customer is finding it difficult to open.

4. Listening through social media
In today’s digital era social media cannot be ignored at any cost. This media help the companies to understand what is going on in the lives of the customers. At home with their families, the customers are most comfortable so reaching them out there would be most appropriate for getting more useful information.

5. Onsite customer activities
Companies can also evaluate the experience of the customers at their place as well. For instance, if too many customers are checking out the prices, it means that the products are price or maybe they are new to your place. This is the way of getting information without even asking anything from them.

Good suppliers play an effective role in the progress of any company. You also need to select your suppliers through careful assessment of each available option because different suppliers have different characteristics. Therefore, doing a little research will allow you to lay a solid foundation for your operations ahead. Selecting the best supplier option for your Air Conditioning Company includes a scrutinizing process similar to every other company who chooses its suppliers.

Identify the potential suppliers for your company

Get a list of all the suppliers in the industry mentioning all their attributes and select a few that match most with your criteria.

a. Do consider the new suppliers in the market – Keep a close eye on the new players in the suppliers market because these new suppliers might have new technology to offer, they will offer lower prices in comparison to the older ones and they will be more flexible in their contract terms and conditions.

b. Follow a specific supplier selection process for the older players – As far as the old players are concerned a particular supplier selection process is followed. This process includes scrutiny of references of these suppliers, their financial status, availability of capacity, ability to follow the specifications and their quality assurance certifications.

c. Create a list of pre-qualified suppliers – This is called the supply base and the list will be referred whenever it’s time to award short-term contracts for your AC Company. In this manner there will be a competition for the contract award and the supplier who meets your requirements more consistently will win your contract most consistently as well.

Request for information

After a list is developed its time to contact the suppliers in a formal manner and ask about their goods and services. This may include a price quote, or general information about the products offered.

Negotiation process

This process involves different offers made by the suppliers to you and vice versa. Whatever is given up by one party is gain for the other one.

Terms & conditions for contract

After gaining all the intelligence about the market and getting the price quote the next step is to decide the contract terms. This include the payment and non-payment conditions, service level, specifications, quality standards and duration of contract.

Evaluation of each option and award of contract

After carefully analyzing each option and getting all the information and negotiations you will choose the best supplier for your Air Conditioning Company.

Monitoring suppliers

The process does not end at the contract award, in fact the real process has begun because you have to assess the performance of your supplier and more importantly, critically evaluate your company’s supplier selection process.

In short the most common criteria to choose the best supplier for your Air conditioning Company are;

i. Previous experience

ii. Past performance

iii. Quality Assurance standards certifications

iv. Potential capacity

v. Ability to meet the specifications

vi. Financial stability

vii. Availability of technical support

viii. Track record for improvements

ix. Time & Cost efficiency

x. Professionalism in business dealing